Until recently the Omni-channel as a milestone that put at the forefront of communication contact centers with their customers. But the advance of technologies, the role of charge day to day mobile devices, the APP and the social networks, obligated to reformulate the importance and the place that is assigned to this communications strategy.
A few months ago, someone in my organization posed me the following question: what we want to measure customer satisfaction and complicate life with other metrics if the Net Promoter Score (NPS) provides everything we need to know: we will recommend our customers?
The NPS, fashionable in recent times, is a metric that can actually give us clues about the perception that the users of our brand have, and which undoubtedly provides us with guidelines to assess whether customers who have tried our products and services "will make fans" or become "promoters" of the same. But, really is this enough?
A new study from Avaya, a global provider of business collaboration and communications solutions and services, investigates the emphasis companies are putting on customer experience management (CEM) and finds that increasingly high expectations are creating a business environment where the majority of organizations are struggling to keep up.
While CEM programs are being undertaken on a global scale by businesses of all sizes, the Avaya survey found that China leads the pack with 84 percent of businesses having a CEM solution followed by U.S. (73), India (72), Brazil (63).